Customer Operations Associate - Uganda

About Turaco It is existentially urgent to figure out a way to insure people who are not insured. Turaco’s mission is to free people from the fear of financial shocks. Our vision is to insure a billion people, doubling the number of people insured in the world. Turaco is a high-growth, well-capitalised fintech start-up in Africa that brings a new innovative insurance model to emerging customers. Turaco offers subscription-based insurance for the mass market bundled with regular transactions that people are already doing. Turaco works through partners to provide affordable insurance products that add real value to people’s lives. At Turaco, we value simplicity, communication, and transparency and strive to transform how insurance works. When it comes to claims, our goal is to make the process as simple as possible and pay out fast. We believe our best work happens when our team reflects the world around us. Turaco is a dedicated space for all, regardless of background, identity, or ability. We’re committed to a culture where you can bring your full, authentic self to work every day. Since launching in February 2019, Turaco has cumulatively insured 5 million customers to date. Over the next 24 months, we are on track to triple in size, and we’re looking for team members who can grow with us. To learn more, visit www.turaco.insure About The Role This role is the direct contact between Turaco and customers/policy holders. The Customer Operations Associate will speak with customers over the phone to explain insurance products, benefits, payment methods and claims processes to customers. The Associate will also upsell and cross-sell other products that are useful to the customer. Roles And Responsibilities Telesales Engage roughly 100 customers daily on the phone to upsell or cross-sell Turaco products while offering excellent customer service. Follow up and close on initial sales contacts. Adjust the sales script provided to better meet the needs and interests of specific individuals within the potential customer list provided. Achieve agreed-upon sales targets within the stipulated schedule. Contact Center Explain technical product features and answer potential and existing customer questions about Turaco products. Understand and strive to meet or exceed Customer Operations center metrics while providing excellent, consistent customer service. Product Knowledge: Learn and understand all products and partnerships undertaken by Turaco. Register new customers in our database and other data entry requests as needed. Address customer inquiries regarding products and claims submission, amongst others in a timely manner. Respond efficiently and accurately to callers, explaining possible solutions and ensuring that customers feel valued. Claims Administration Initiate, investigate, and process claims reported by Customers. Effectively communicate with customers, medical service providers, and co-workers to obtain all information needed to complete claims inv